1. Introduction
Welcome to Skin Plus Compounding Pharmacy where we focus on skin health and therapeutic skincare solutions. We are dedicated to compounding formulations that cater to the unique dermatological needs of our clients. Our expertise in skin therapeutics allows us to provide tailored, targeted and effective treatments.
This document outlines the policies that guide our interactions and services, both through our website and at our physical pharmacy location. It is created to ensure clarity and understanding of our practices and safeguarding your rights as our valued client. We are committed to offering secure, informative, and positive experiences.
By accessing and using the services of Skin Plus Compounding Pharmacy, you agree to the terms set forth in this document. We encourage you to read these policies carefully to fully understand our operational standards and your rights. Should you have any questions or require further clarification, our dedicated team is readily available to provide support and guidance.
We regularly update these policies to reflect the latest regulatory standards. Revisiting this document periodically will keep you informed about any significant changes.
Thank you for choosing Skin Plus Compounding Pharmacy for your skincare needs.
We are excited to be a part of your skincare journey, helping you achieve and maintain optimal skin health.
2. Prescription Policy
At Skin Plus Compounding Pharmacy, we adhere strictly to national standards and regulations to ensure the safe and effective compounding and dispensing of medications. This Prescription Policy outlines the legal and professional guidelines we follow in handling prescriptions for medications and products.
2.1 Prescription Requirements
To fulfil prescriptions at Skin Plus Compounding Pharmacy, several criteria must be met:
- Legally valid prescriptions - Prescriptions must be issued by a healthcare professional who is registered and licensed to practise in Australia. This includes general practitioners, dermatologists, and other specialists authorised under the Health Practitioner Regulation National Law as enforced in each state and territory.
- Clear and complete prescriptions - Prescriptions must be legible and include all legally required details.
- Acceptance of electronic prescriptions - Following the Electronic Transactions Act which allows the use of electronic communications for transactions, electronic prescriptions are accepted if they meet all regulatory requirements and are transmitted through approved electronic health record systems.
2.2 Validity and Regulation of Prescriptions
- Standard prescription validity - Prescriptions for non-controlled drugs are valid for 12 months from the date of issue. Controlled substances have specific restrictions and are only valid for 6 months ).
- Special regulations for compounding - As per the Pharmacy Board of Australia's Guidelines on Compounding of Medicines, compounding must only be done when a commercial product is not available to meet specific patient needs, ensuring compliance with safety, quality, and efficacy standards.
2.3 Handling and Privacy
- Secure handling of prescriptions - We guarantee the confidentiality and integrity of prescription information, aligning with the Privacy Act 1988 (Cth) which mandates the protection and privacy of personal health information.
- Controlled access to prescription data - Access to prescription information is restricted to authorised personnel, ensuring compliance with the Australian Privacy Principles.
2.4 Patient Counselling and Information
- Comprehensive patient counselling - Patients receive detailed counselling from a pharmacist on all new prescriptions, covering the medication's purpose, usage instructions, side effects, and storage.
2.5 Compliance and Monitoring
- Continual professional development - Our staff undergo continuous training to stay current with regulatory updates and best practices in pharmaceutical care.
2.6 Feedback and Complaints
- Open feedback channels - We encourage patients to provide feedback or file complaints about our services. All feedback is taken seriously and used to improve our services.
3. Compounding Policy
At Skin Plus Compounding Pharmacy, we are committed to providing high-quality, personalised compounded medications to meet the specific health needs of our patients. This policy details the framework under which we compound medications, adhering to the strict standards set by the Pharmacy Board of Australia.
3.1 Purpose of Compounding
Compounding is performed to tailor medication to individual needs when;
- Commercially unavailable medications - Compounding may be necessary if a commercially manufactured medication is unavailable or has been discontinued.
- Allergy-friendly formulations - Compounding allows for the creation of medications without certain allergens such as gluten, lactose, or dyes that may be present in mass-produced drugs.
- Alternative dosage forms - Patients who have difficulties with standard dosage forms (e.g., tablets or capsules) may require medicine in a liquid, gel, or another form that is easier to administer.
- Dosage adjustments - Compounding is used to provide dosages that are not available in standard commercial preparations, essential for patients requiring very specific strengths not otherwise available.
3.2 Regulatory Compliance
- Adherence to standards - Our compounding practices strictly follow the guidelines set forth by the Pharmacy Board of Australia, ensuring each compounded medication meets their rigorous standards for quality and safety.
3.3 Quality Assurance
- Documentation and review - Each compounded prescription is accompanied by complete documentation, detailing all ingredients, their sources, lot numbers, and expiry dates. This documentation is regularly reviewed to maintain high standards of quality control.
- Regular training and assessments - Our pharmacists and technicians receive ongoing training in compounding techniques and safety protocols. Regular assessments are conducted to ensure compliance with the latest compounding practices and regulations.
3.4 Patient Consultation and Consent
- Informed consent - Prior to compounding any medication, we obtain informed consent from the patient or their caregiver, explaining the reasons and details for compounding.
- Patient counselling - Patients receive comprehensive counselling about the compounded medication, including instructions on proper usage and storage.
3.5 Prescription Validation
- Prescription verification - All prescriptions for compounded medications are verified for authenticity and legality.
- Collaboration with healthcare providers - We work closely with the prescribing healthcare provider to ensure the compounded medication is appropriate for the patient’s clinical needs.
3.6 Feedback and Continuous Improvement
- Monitoring and feedback - Patient health outcomes and satisfaction are monitored to assess the effectiveness of the compounded medication. Patient feedback is actively sought and used to continually improve our compounding practices.
- Reporting and resolving issues - Any issues related to compounded medications are reported promptly, and corrective actions are taken to prevent recurrence.
4. Payment Policy
At Skin Plus Compounding Pharmacy, we aim to provide a secure and efficient payment process for all our customers. This policy outlines the acceptable methods of payment, billing information, and security measures in place to protect your financial data.
4.1 Accepted Payment Methods
- Credit and Debit Cards - We accept major credit and debit cards, including Visa,MasterCard and Amex. Payments through these cards are processed immediately upon order confirmation.
- PayPal - For customers preferring to use PayPal, this option is available at checkout.
- Direct Bank Transfer - Customers can pay for their prescription orders via direct bank transfer. Bank details can be provided upon request. Note that orders will only be processed once the full payment has cleared in our account.
4.2 Payment Processing
Order confirmation - Once your payment is processed, you will receive an email confirmation of your order detailing the purchased items and the total cost.
4.3 Security
- Data Security - Skin Plus Compounding Pharmacy uses advanced encryption and security protocols to ensure that your data is protected during all transactions.
- Privacy - We are committed to protecting the privacy of all our customers. Personal and payment information is used solely for processing your order and is never shared with third parties, except as required to complete the transaction and deliver your order.
4.4 Billing Discrepancies
- Checking your statement - Customers are advised to review their payment statements and contact Skin Plus Compounding Pharmacy immediately if there are any unrecognised transactions or discrepancies.
- Refunds and corrections - In the case of overcharging or billing errors, we will rectify the billing amount promptly. Refunds or adjustments will be made to the same payment method used for the original purchase.
5. Regulatory Compliance
At Skin Plus Compounding Pharmacy, we are committed to the highest standards of regulatory compliance in all aspects of our operations. This commitment ensures the safety, efficacy, and legality of our services and products.
5.1 Compliance with Health Regulations
- Pharmacy Board of Australia - We strictly adhere to the standards and guidelines set forth by the Pharmacy Board of Australia. This includes compliance with the Pharmacy Practice Act and other relevant professional standards.
- State and Federal Laws - We follow all applicable state and federal health regulations and laws, ensuring our pharmacy practices meet all legal requirements.
5.2 Staff Licensing and Training
- Qualified Personnel - All pharmacists and pharmacy technicians at Skin Plus Compounding Pharmacy undergo continuous professional development to stay current with industry standards and regulatory changes.
- Regular Training - Regular training sessions are conducted to update our staff on the latest in pharmaceutical care, compliance requirements, and best practices in pharmacy operations.
5.3 Audits and Inspections
- Internal Audits - We conduct regular internal audits to ensure compliance with operational procedures, privacy policies, and regulatory guidelines.
- External Inspections - Our facilities and practices are subject to periodic inspections by relevant regulatory bodies to ensure ongoing compliance with all statutory obligations.
5.4 Data Protection and Privacy
- Privacy Act Compliance - We rigorously adhere to the Privacy Act 1988 (Cth), ensuring the protection and confidential handling of all personal and health-related information of our customers.
- Data Security Measures - Robust data security measures are in place to prevent unauthorised access, use, modification, or disclosure of customer information.
5.5 Environmental and Safety Standards
- Safe Handling of Medications - We follow all recommended guidelines for the safe handling, storage, and disposal of medications to prevent harm to individuals or the environment.
- Workplace Safety - Adherence to workplace safety regulations ensures a safe working environment for our staff and visitors to our pharmacy.
5.6 Reporting and Resolution
- Incident Reporting - We maintain a transparent incident reporting system for any compliance issues or deviations from standard procedures.
- Resolution Procedures - Any identified issues are addressed promptly, with corrective actions taken to mitigate risks and prevent future occurrences.
6. Appropriate Customer Behaviour Policy
At Skin Plus Compounding Pharmacy, we are committed to maintaining a professional and safe environment for our customers and staff. This policy outlines the standards of behaviour we expect from our customers when interacting with our services, whether online or in-store.
6.1 Respectful Communication
- Politeness Required - All interactions, whether in-person at our pharmacy or through online communications, should be conducted in a respectful and courteous manner.
- No Harassment or Abuse - We have zero tolerance for any form of harassment or abuse directed towards our staff or other customers. This includes, but is not limited to, threats, verbal abuse, physical abuse, or any other form of intimidation.
6.2 Proper Conduct in Store
- Respect for Property - Customers are expected to treat all pharmacy properties, including equipment, furnishings, and product displays, with care.
- Appropriate Behaviour- Disruptive behaviour, such as shouting, physical aggression, or the use of inappropriate language, is strictly prohibited.
6.3 Online Interactions
- Constructive Feedback - While we welcome feedback and reviews, they should be provided in a constructive manner.
- We do not tolerate threats or blackmail of negative online reviews, or any attempt to manipulate our services through coercion.
- Privacy and Security - When engaging with our online platforms, customers should respect the privacy and security protocols in place. This includes not attempting to breach the website security or the privacy of other users.
6.4 Compliance with Policies and Procedures
- Adherence to Instructions - Customers are expected to follow the guidance and instructions provided by our staff, especially regarding safety measures and operational procedures.
- Legal Compliance - All interactions with our pharmacy should comply with applicable laws and regulations.
6.5 Consequences of Inappropriate Behaviour
Failure to adhere to this policy may result in;
- Customers who display inappropriate behaviour may be asked to leave the premises immediately and further communication, verbal or written will be ceased without further notice
- We reserve the right to refuse service to anyone who consistently violates these guidelines.
- In cases of severe misconduct, we may pursue legal action to protect our staff, customers, and business.
6.6 Reporting Concerns
If you witness or experience inappropriate behaviour while engaging with Skin Plus Compounding Pharmacy, please report it to our staff immediately. We take these concerns seriously and will take appropriate action to address the situation.
6.7 Disengagement and Ceasing Communication
- Right to Disengage - Skin Plus Compounding Pharmacy reserves the right to disengage and cease communication with any customer who consistently act in violation of the policies outlined in the Appropriate Customer Behaviour Policy, Terms of Service, or any other related policies.
- Procedure for Disengagement
- Notice - Customers identified as violating our policies will receive a written notice explaining the nature of the violation and the potential consequences if the behaviour continues.
- Opportunity to Respond - Customers will have the opportunity to respond to the notice, correct behaviour, or provide an explanation.
- Final Decision - If, after due consideration, the behaviour persists or the explanation is unsatisfactory, Skin Plus Compounding Pharmacy may terminate all communications and services to the customer.
- Documentation - All incidents and decisions related to the termination of services will be documented to maintain a record of the action taken.
- Legal Compliance - This action will be taken in compliance with relevant Australian laws to ensure that both parties are protected.
7. Terms of Use
Welcome to the Skin Plus Compounding Pharmacy website. These Terms of Use govern your access to and use of our website. By accessing or using the website, you agree to abide by these terms. If you do not agree with any part of these terms, you should not use the website.
7.1 Acceptance of Terms
By using the website, you signify your agreement to these Terms of Use and our Privacy Policy. We reserve the right to modify these terms at any time without prior notice. Your continued use of the site after any such changes take effect constitutes your acceptance of the new terms.
7.2 Content Disclaimer
- The content provided on this website is for informational purposes only and is not intended as advertising. It includes information about our products and services, health-related information, and compounding services.
- The information provided through our website should not be considered medical advice and is not intended to replace consultations with a qualified health care professional. Always seek the advice of your physician or another qualified health provider with any questions you may have regarding a medical condition.
- While we strive to keep the content up-to-date and correct, we make no representations or warranties of any kind, express or implied, about the completeness, accuracy, reliability, suitability, or availability with respect to the website or the information, products, services, or related graphics contained on the website for any purpose.
7.3 Intellectual Property
- All content on this website, including text, graphics, logos, images, and software, remain the property of Skin Plus Compounding Pharmacy or its content suppliers and is protected by Australian and international copyright laws.
- The content of this website may not be copied, reproduced, republished, downloaded, posted, broadcast, or transmitted in any way except for your own personal, non-commercial use.
7.4 User Conduct
- You may use our website for lawful purposes only. You are prohibited from using the website;
- In any way that breaches any applicable local, national, or international law or regulation.
- To transmit, or procure the sending of, any unsolicited or unauthorised advertising or promotional material.
- To knowingly transmit any data, send or upload any material that contains viruses, Trojan horses, worms, time-bombs, keystroke loggers, spyware, adware, or any other harmful programs or similar computer code designed to adversely affect the operation of any computer software or hardware.
7.5 Limitation of Liability
- While Skin Plus Compounding Pharmacy strives to update and keep the information on our website accurate, we make no representations or warranties of any kind, express or implied, about the completeness, accuracy, reliability, suitability, or availability of the website or the information, products, services, or related graphics contained on the website for any purpose.
- Any reliance you place on such information is therefore strictly at your own risk. In no event will we be liable for any loss or damage including without limitation, indirect or consequential loss or damage, or any loss or damage whatsoever arising from loss of data or profits arising out of, or in connection with, the use of this website.
7.6 Governing Law
These Terms of Use are governed by the laws of Australia. Any disputes relating to these terms and conditions will be subject to the exclusive jurisdiction of the courts of Australia.
8. Disclaimer and Limitation of Liability
8.1 General Disclaimer
Skin Plus Compounding Pharmacy makes no representations, warranties, or guarantees of any kind regarding the accuracy, completeness, reliability, suitability, or availability of the information, products, services, or related graphics found on the website for any purpose. Any reliance you place on such information is therefore strictly at your own risk.
8.2 Medical Disclaimer
- The information provided on this website is for informational purposes only and is not intended as a substitute for professional medical advice, diagnosis, or treatment. Always seek the advice of your physician or other qualified health provider with any questions you may have regarding a medical condition.
- The website may contain health- or medical-related materials that may be considered offensive. Skin Plus Compounding Pharmacy does not endorse and is not responsible for the accuracy of the content from external sources, and you agree that Skin Plus Compounding Pharmacy is not responsible for such content.
8.3 Limitation of Liability
In no event will Skin Plus Compounding Pharmacy, its directors, employees, partners, agents, suppliers, or affiliates, be liable for any indirect, incidental, special, consequential, or punitive damages, including without limitation, loss of profits, data, use, goodwill, or other intangible losses, resulting from:
- Your access to or use of or inability to access or use the service;
- Any conduct or content of any third party on the service;
- Any content obtained from the service; and
- Unauthorised access, use, or alteration of your transmissions or content,
- whether based on warranty, contract, tort (including negligence), or any other
- legal theory, whether or not we have been informed of the possibility of such
- damage.
8.4 Legal Compliance
You agree to comply with all local, state, national, and international laws and regulations applicable to your use of the website and services.
9. Feedback and Complaints
At Skin Plus Compounding Pharmacy, we value the feedback of our customers as it helps us improve our services and address any concerns effectively. We are committed to resolving complaints in a fair, efficient, and timely manner.
9.1 Providing Feedback and Making Complaints
- Customers are encouraged to provide feedback or lodge complaints regarding our products or services through any of the following methods:
- Email: support@skinpluspharmacy.com.au
- Phone: (03) 9070 6272
- In-person: At our pharmacy location during regular business hours.
- Online Form: Through a dedicated form available on our website.
- We do not tolerate threats or blackmail of negative online reviews , blackmail through negative reviews, or any attempt to manipulate our services through coercion. In such situations, further communication, verbal or written will cease without further notice.
9.2 Complaint Handling Process
- Upon receiving a complaint, it will be initially reviewed to determine the nature and urgency of the issue. This helps in directing the complaint to the appropriate department or personnel for resolution.
- A thorough investigation will be conducted to understand the circumstances and gather all relevant information. This may involve contacting the complainant for further details.
- After the investigation, we will propose a resolution based on the findings. We aim to resolve all complaints within 10 business days of receipt. If the complaint is complex and requires more time, we will inform the complainant of the delay and provide updates on the progress.
- Once a resolution is reached, we will communicate this to the complainant. If the complainant is satisfied with the resolution, the complaint will be closed. If the complainant is not satisfied, further steps may be taken to address the complaint, which could include escalation to higher management.
9.3 Recording and Monitoring
- All complaints and the subsequent steps taken to resolve them will be recorded. This documentation helps us in continuous quality improvement and training.
- Regular reviews of complaint trends will be conducted to identify any recurring issues or potential improvements in our services and operations.
9.4 Commitment to Improvement
- Feedback and complaints are taken seriously and are used as an opportunity to improve. Actions based on customer feedback are considered integral to our operational adjustments and service enhancements.
9.5 Contact Information
For further information or to follow up on feedback and complaints, please contact:
- Skin Plus Compounding Pharmacy
- Email: support@skinpluspharmacy.com.au
- Phone: (03)9070 6272
- Address: G2/1165 Stud Road Rowville, Melbourne Victoria 3178